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Compares complaining behaviour in traditional and technology‐based service encounters. Drawing on 160 negative critical incidents within Finnish retail banking, shows that, contradictory to common predictions, there are no significant differences in the complaining rates between the two types of service encounters. Attributes this finding to the high reliance of traditional complaining methods in both types of service encounters. Finds, however, that complaints about technology‐based service encounters have significantly higher response rates than complaints about traditional service encounters. Also, when focusing on technology‐based service encounters, finds that customers who actually consider themselves guilty for the outcome were the most frequent complainers, while the ones attributing the outcome to technology failures or service process failures complain less often. These findings have interesting implications for designers of service recovery systems.

In Chapter 5, contemporary innovative conditions and environments are outlined. Particular attention is given to the description of the role of innovation in the new knowledge-based economy, as well as to the intersection of entrepreneurship and innovation.

Crises are moments when citizens are beckoning on the political leaders for necessary action. As a president, one is expected to change the narratives during the pandemic that split the world. This analysis aimed at investigating the American government’s response to the critical crisis of COVID-19 and its policy implementation.

The study explored a case point method using a narrative and qualitative analysis to diagnose the USA’s response to the COVID-19 crisis. An exploratory approach was further adopted to finetune the case study report.

The analysis demonstrates that Trump’s power dynamics were weak in the USA and lacked crisis control even as the President that the entire nations of the world were looking up to. The case study report also showed that Trump did not possess the audacity of resilience to manage the crisis. The analysis provides us with how presidential leadership under Trump placed the USA in a state of colossal failure enmeshed with high rates of COVID-19 cases, deaths and unending incapacity to create a fundamental consensus in the fight against the COVID-19 pandemic today. This report shows Trump aged prolonged inability to drive governance mechanisms in the US and illustrated pockets of failures in decision analysis and information dissemination as a leader.

The study revealed how incompetent Trump was in responding to the crisis. This study has provided academia with an understanding of leadership dynamics and behaviour through a Nigerian scholar lens and a sociological perspective.

The goal of this study is to explore the role leadership play by Singapore’s government in the handling of the Covid-19 crisis and to suggest recommendations around the leadership dynamics in solving similar challenges experienced by businesses, organizations and societies.

This review was conducted using a case study and a desk review, a systematic review as well as a narrative method where physical books, web searches, online platforms, patterns in related occurrences and related literature were used to support the study. The review was anchored on the contingency approach and the stakeholder theory. Two hypotheses were developed and tested using qualitative comparative analysis. The study finding showed that the Singapore government used an all-inclusive functional leadership approach in curtailing the effect of the pandemic on Singaporeans. The study recommends that in decision-making, being proactive and timely is critical, and developing more conceivable and holistic crisis response plans through an integrated orientation is paramount to the successful achievement of a goal.

Despite some flaws, it was found that the Singaporean government had conveniently used a contingency leadership approach through an all-inclusive functional leadership to mitigate the effect of Covid-19 through the use of social media, messaging apps and effective communication, effective pandemic control techniques, albeit in a proactive manner. As a result, Singapore's mortality rate was relatively lower than that of other nations that were adversely affected by the epidemic, earning them a prime position in the crisis response. The study, therefore, contends that their proactive response to containing the pandemic can be used as a model for people, businesses, the political system and society to lessen incidents of a similar nature in the future.

Policymakers, scholars and frontline workers may have sufficient reason to devote time to developing a more viable, comprehensive crisis response plan by pursuing an integrated learning strategy, through the use of contingency approaches and drawing on past experiences in dealing with global health emergencies. Apart from this, Singapore’s experience will serve as a lesson for the management of businesses and leaders of societies to take proactive steps in dealing with challenges as soon as they arise.

This review showed that contingency is a reality faced by every society and organization and people’s collective responsibility is a necessity during such time. Therefore, when an organization/institution is in a familiar situation, policymakers, academics and business management/leaders need to be proactive and also reflect on past experiences to deal with current and future mistakes in the course of daily operations in an organization/society.